View Vacancy – Information Technology Support Officer (ITSO)

A highly skilled and motivated Information and Communication Technology (ICT) assistant to provide first-line ICT support for customers across the UK mission in Brazil assisting the ICT Manager to coordinate locally the ICT requirements in the British Consulate in São Paulo. This position requires a proactive individual with strong technical knowledge, excellent communication skills, and the ability to work in a fast-paced environment. The ICT assistant will also be responsible for maintaining consular crisis bags in coordination with other Brazil Network posts, enforcing the security operating procedures (SOPs) and the Acceptable Use Policy (AUP) for all users, update the ICT inventories, ensure excellent video conferencing services, conducting official mobile phone audits, maintaining close contacts with the team; providing support to the Brazil Network ICT Manager with network IT projects and other duties. The successful candidate will play a crucial role in ensuring the smooth operation of ICT systems and services in the São Paulo British Consulate.    

Roles and responsibilities:

1. First-line ICT Support:
   • Provide timely and effective first-line support to end-users in resolving hardware, software, and network-related issues.
   • Troubleshoot and resolve technical problems, escalating to senior staff or external vendors when necessary.
   • Maintain accurate records of support requests, resolutions, and follow-up actions.
2. Remote ICT support
   • Provide IT support primarily for colleagues in São Paulo but also for other colleagues in the Network, providing guidance, training, and support as needed.
   • Allocate tasks and monitor progress to ensure timely completion of assignments.
   • Together with ICT manager and other team member, foster a collaborative and productive work environment within the team.
3. Consular Crisis Bags and satellite phones:
   • Ensure that consular crisis bags and satellite phones are tested regularly and kept up to date with the required equipment, software and supplies.
   • Coordinate with relevant stakeholders to address any gaps or issues with the crisis bags.
   • Provide training and guidance to staff members on the use of crisis bag equipment.
4. Security and Policy Compliance:
   • Ensure that users of the official system follow security operating procedures (SOPs) and the Acceptable Use Policy (AUP) in line with FCDO audit requirements.
   • Conduct regular internal audits to identify and address any violations or security risks.
   • Develop and deliver training programs and communication to promote awareness of security best practices and policy compliance.
5. ICT Inventories:
   • Coordinate all ICT inventories, including hardware, software, licenses, and peripherals.
   • Maintain accurate records of inventory, ensuring timely replenishment and disposal as required.
   • Collaborate with ICT manager to ensure compliance with budgetary guidelines.
6. Video Conferencing Units:
   • Manage and maintain video conferencing units, ensuring their availability and functionality.
   • Coordinate setup, troubleshooting, and technical support for video conference units.
   • Stay up to date with emerging video conferencing technologies and recommend improvements when necessary.
7. Official Mobile Phone Audit:
   • Conduct regular audits of official mobile phones, ensuring compliance with usage policies.
   • Monitor mobile phone inventory, activations, and deactivations.
   • Coordinate repairs, replacements, or upgrades as needed.
8. Support to Brazil Network ICT Manager:
   • Assist the Brazil Network ICT Manager with network IT projects, providing technical expertise and support.
   • Collaborate with the team to ensure the successful completion of projects within the defined timelines.

Resources managed (staff and expenditure):

 One intern based in Sao Paulo  

• Bachelor’s degree in a relevant field such as Information Technology, Computer Science, or a related discipline.
• Experience in providing first-line ICT support in a professional environment.
• Strong technical knowledge of hardware, software, and networking systems.
• Familiarity with security operating procedures (SOPs) and information security best practices.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical users.